目录Abstract.·1.2国内外研究现状..1.2.1国外研究现状....1.2.2国内研究现状....21.3研究方法...332.2服务质量及其相关理论..32.3机场服务质量内容....。。。。。。。。43白云机场客运服务现状......443.2白云机场客运服务质量现状....553.2.2白云机场服务质量管理相关部门....4白云机场客运服务质量存在的问题分析…64.1白云机场服务质量管理存在的问题.·64.1.1不明确的分工导致民航服务质量难以进行有效的实施..·674.2.1机场交通网络问题....74.2.3中转业务流程不够便捷.....4.3白云机场服务质量考核体系存在的问题..·5.1完善服务质量及旅客行为的管理.....85.1.2加强旅客行为管理....95.2航班保障流程优化....95.2.1机场交通网络优化..95.2.2航班正点率保障....10105.3完善顾客服务质量管理与监督体系....115.3.1健全目标考核体系......115.3.2严格执行投诉追究责任体系..111212广州白云国际机场客运服务质量提升策略研究摘要：机场作为民航业的支柱之一，其硬件水平、保障水平、运行效率、服务质量备受关注。为了进一步贯彻落实民航局“真情服务”的要求，以实际行动践行“人民航空为人民”的行业宗旨，积极开展民航局“民航服务质量提升”专项行动，推进广州白云国际机场服务保障能力提升。本文以白云机场为研究对象，分析了其客运服务及服务质量的管理现状，探究了影响广州白云机场民航服务质量的因素，结合广州白云机场民航服务质量存在的问题，提出科学合理的提升策略。关键词：白云机场：服务质量：提升策略Research on the strategy of improving the passenger service quality ofGuangzhou Baiyun International AirportAbstract:Airport as one of the pillars of civil aviation industry,its hardware level,guarantee level,operationefficiency,service quality has attracted much attention.In order to further implement the civil aviationbureau's "true feelings service"bottom line requirements,with practical actions to practice the "people'saviation for the people"industry purpose,actively carry out the civil aviation bureau "civil aviation servicequality improvement"special action,specially study Baiyun Airport service quality improvement strategy.This paper mainly studies the civil aviation service and its service quality of Guangzhou Baiyun Airport.Through the research of civil aviation service,improving the civil aviation service level and operation qualityof Baiyun Airport is of great significance to the development of Guangzhou Baiyun Airport.Firstly,this paper summarizes the research situation of civil aviation service and its service quality athome and abroad,expounds the main contents of Guangzhou Baiyun Airport service,analyzes themanagement status of Guangzhou Baiyun Airport's civil aviation service and service quality,classifies ofGuangzhou Baiyun Airport according to the demand analysis,and analyzes the factors affecting the quality ofGuangzhou Baiyun Airport civil aviation service.Finally,according to the evaluation of civil aviation servicequality and the analysis of existing problems,the corresponding four-point promotion strategy is put forward.